Job Summary 

The Select Workforce Analyst/Administrator serves as the primary administrator and subject matter expert for the Genesys Cloud platform, supporting Personal Lines and Small Business operations. This role is responsible for ensuring optimal configuration, performance, and user adoption of Genesys technology to enhance customer experience, operational efficiency, and business continuity. Additionally, the Analyst/Administrator is responsible for administering and maintaining connections and integrations between Genesys Cloud, Salesforce, and other enterprise tools to ensure seamless data flow and operational alignment across platforms. 

Core Responsibilities:  

Platform Administration & Configuration 

• Manage Genesys Cloud user setup, including queues, skills, locations, and divisions. 

• Collaborate with GTS to configure and maintain IVR flows, routing strategies, and CRM integrations (e.g., Salesforce). 

• Ensure synchronization between Genesys and other enterprise platforms for seamless operations. 
  
  

User Support & Training 

• Serve as the primary contact for troubleshooting Genesys-related issues. 

• Develop and deliver training, documentation, and job aids for end-users, supervisors, and administrators. 

• Support onboarding and role-based learning initiatives during rollout phases. 
  
  

System Monitoring & Incident Management 

• Monitor system performance and provide timely incident updates to stakeholders. 

• Maintain change logs for user additions, deletions, and queue adjustments. 
  
  

Optimization & Reporting 

• Export IVR and call center performance reports for business analysis. 

• Conduct regular audits to address risks, security gaps, and compliance issues. 

• Prepare and present weekly, monthly, and yearly updates to management. 

• Develop and maintain reporting solutions that provide insights into customer service and financial performance by client, region, and leadership level. 

• Identify trends and areas of opportunity to improve operational results and customer satisfaction 

• Translate complex data into actionable insights for various stakeholders 
  
  

Vendor & Stakeholder Collaboration 

• Liaise with Genesys support teams and internal IT for escalations and enhancements. 

• Coordinate with operations, CX, and workforce management teams to align platform capabilities with business goals. 

• Participate in transformation initiatives and UAT testing for new features and releases 

• Collaborate with management to introduce and implement process improvement initiatives 
  
  

Quality & Workforce Management 

• Support quality assurance evaluations, coaching, and recording management. 

• Administer workforce management activities, including scheduling, adherence, and forecasting. 

• Monitor performance and agent adherence to service levels using KPIs using Genesys and Salesforce reporting tools 
  
  

Documentation & Compliance 

• Create and maintain technical documents such as SOPs, runbooks, and architectural diagrams. 

• Ensure data accuracy and integrity across all reporting tools and dashboards 

Key Skills & Attributes:  

• Expertise in Genesys Cloud administration and integrations with parallel applications. 

• Ability to manage queue and skill configurations across multiple business units. 

• Strong communication skills for cross-functional collaboration and training delivery. 

• Analytical mindset for performance optimization and reporting. 

Required:

• In-depth knowledge of Genesys architecture and integrations preferred. 

• Excellent troubleshooting and problem-solving abilities. 

• Strong communication and training delivery skills. 

• Analytical skills for performance optimization and reporting
• Typically requires a University Degree and minimum 5 years of prior relevant experience, or equivalent experience.

Preferred:

• Communication and stakeholder mgmt
• Data analytics and reporting
• Data cleaning, structure, and mgmt
• Capacity mgmt and prioritization
• Business/insurance acumen
• IT processes and systems

• Experience in contact center operations and workforce management. 

• Familiarity with CRM integrations and API-based configurations. 

• Knowledge of compliance and security standards in enterprise environments. 

We offer a competitive and comprehensive compensation package. The base salary range represents the anticipated low end and high end of the range for this position. The actual compensation will be influenced by a wide range of factors including, but not limited to previous experience, education, pay market/geography, complexity or scope, specialized skill set, lines of business/practice area, supply/demand, and scheduled hours. On top of a competitive salary, great teams and exciting career opportunities, we also offer a wide range of benefits. 

Below are the minimum core benefits you’ll get, depending on your job level these benefits may improve:

• Medical/dental/vision plans, which start from day one!
• Life and accident insurance
• 401(K) and Roth options
• Tax-advantaged accounts (HSA, FSA)
• Educational expense reimbursement
• Paid parental leave

Other benefits include:

• Digital mental health services (Talkspace)
• Flexible work hours (availability varies by office and job function)
• Training programs
• Gallagher Thrive program – elevating your health through challenges, workshops and digital fitness programs for your overall wellbeing
• Charitable matching gift program
• And more...

**The benefits summary above applies to fulltime positions. If you are not applying for a fulltime position, details about benefits will be provided during the selection process.

We value inclusion and diversity

Click Here to review our U.S. Eligibility Requirements

Inclusion and diversity (I&D) is a core part of our business, and it’s embedded into the fabric of our organization. For more than 95 years, Gallagher has led with a commitment to sustainability and to support the communities where we live and work.

Gallagher embraces our employees’ diverse identities, experiences and talents, allowing us to better serve our clients and communities. We see inclusion as a conscious commitment and diversity as a vital strength. By embracing diversity in all its forms, we live out The Gallagher Way to its fullest.

Gallagher believes that all persons are entitled to equal employment opportunity and prohibits any form of discrimination by its managers, employees, vendors or customers based on race, color, religion, creed, gender (including pregnancy status), sexual orientation, gender identity (which includes transgender and other gender non-conforming individuals), gender expression, hair expression, marital status, parental status, age, national origin, ancestry, disability, medical condition, genetic information, veteran or military status, citizenship status, or any other characteristic protected (herein referred to as “protected characteristics”) by applicable federal, state, or local laws.

Equal employment opportunity will be extended in all aspects of the employer-employee relationship, including, but not limited to, recruitment, hiring, training, promotion, transfer, demotion, compensation, benefits, layoff, and termination. In addition, Gallagher will make reasonable accommodations to known physical or mental limitations of an otherwise qualified person with a disability, unless the accommodation would impose an undue hardship on the operation of our business.